NANA ADWOA OTENG-YEBOAH
Banker
Legon, Accra
Summary
Dedicated Banking professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
11
11
years of post-secondary education
Work History
Diaspora Business Manager
Consolidated Bank Ghana Ltd
Accra
01.2022 - Current
- Assisted the Head, Diaspora Business to setup the Diaspora Business Desk of the bank
- Organized and scheduled engagements with internal and selected external partners to map out digital account opening options and ensured adherence to Bank of Ghana procedures.
- Led projects and analyzed data to identify opportunities for improvement.
- Identified issues, analyzed information and provided solutions to problems.
- Used coordination and planning skills to achieve results according to schedule.
- Delivered services to customer locations within specific timeframes.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Participated in team-building activities to enhance working relationships.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Business Engagement Manager
Consolidated Bank Ghana Ltd
Accra
01.2020 - 03.2022
- Monitored the performance of 233 customer service officers in terms of their individual sales contribution to their branch and use tiers from performance league table for purposes of tracking and motivating performance.
- Supported 114 Branch Managers to coach and mentor their customer service officers for capacity building .
- Organized customer engagement session to obtain their views and use feedback to cross sell and deepen relationship
- Liaised with internal and external stakeholders to identify challenges, resolved issues promptly and efficiently to strengthen relationships across the bank
- Prepared and submitted reports on top 5 recurring customer issues for Management attention
- Convened branch meetings on critical service issues highlighted in the Customer Service Resolution Tracker
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Consulted with teams on established best practices and process improvements.
- Collaborated with sales, delivery and service teams to manage seamless client experiences.
- Met with clients to understand needs and develop proactive solutions.
Branch Manager
Consolidated Bank Ghana Ltd, Spintex Branch
Accra
01.2018 - 06.2020
- Responsible for the overall management of the Spintex branch including but not limited to Branch Operations, Sales, People management, implementation of policies and strategies towards the growth of the bank and a liaison to the training centre
- Managed a team of 25 with a total portfolio size of 24.18M
- Implemented sales strategies to maximise revenue whiles minimising cost to achieve positive profit before tax
- Monitored branch sales and controlled budget
- Trained and continuously coach frontline staff to provide excellent service to customers.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Boosted sales and customer loyalty through incentive programs.
- Resolved various issues impacting sales management and business operations.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Assessed employee performance and developed improvement plans.
- Consulted customers to boost product sales and services.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Gathered and reviewed customer feedback to improve operations.
- Maintained friendly and professional customer interactions.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Examined customer loan applications for loan approvals and denials.
- Complied with regulatory guidelines and requirements.
- Engaged employees in business processes with positive motivational techniques.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Branch Manager
UniBank (GH) Ltd, Spintex Branch
Accra
03.2018 - 07.2018
- Responsible for the overall management of the branch in terms of Branch operations, Implementation of policies, Risk Management, People Management and implementing sales strategies towards the growth of the bank
- Provided effective leadership to my direct reports
- Prepared job objectives for my team of twenty two and proactively reviewed their performance on monthly basis with the view to coach them effectively for higher performance
- Monitored branch cost and controlled budget
- Managed customers expectation and maintained customers through the financial crunch
- Managed to keep the branch team spirit up throughout the transition period which helped to minimise errors and huge operational losses.
- Boosted sales and customer loyalty through incentive programs.
- Generated financial and operational reports to assist management with business strategy.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Complied with regulatory guidelines and requirements.
- Resolved various issues impacting sales management and business operations.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Assessed employee performance and developed improvement plans.
- Consulted customers to boost product sales and services.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Gathered and reviewed customer feedback to improve operations.
- Maintained friendly and professional customer interactions.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
Customer Service Manager
UniBank (GH) Ltd , WTC Branch
Accra
01.2016 - 03.2018
- Developed and analysed data to determine the level of customer service the branch provides and initiated ways to raise the standard of service, owned customer complaints and provided solutions to improve customer service
- Trained and continuously coached front line staff to provide excellent service to customers, initiated ways to enhance product knowledge and sharpen skills on customer care in branch
- Developed talents of direct reports for optimal performance
- Observed the codes and practices associated with data protection and customer confidentiality.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Resolved concerns with products or services to help with retention and drive sales.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Took ownership of customer issues and followed problems through to resolution.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
- Followed through with client requests to resolve problems.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Branch Support Supervisor
UniBank (GH) Ltd, WTC Branch
Accra
06.2014 - 12.2015
- Verified data integrity and accuracy
- Reconciled suspense accounts on daily basis
- Monitored vault to ensure that cash was always within insurable limit
- Monitored branch cost and controlled budget
- Maintained corporate image of the branch including banking hall and equipment used
- Supported the customer service manager in handling of all customer complaints
- Ensured all forms and vouchers processed were properly labelled and archived
- Submitted operational risk reports on monthly basis to the branch manager
- Organized and facilitated morning team meetings to inform and address operational and staff issues
- Supervised the back office staff and the tellers.
- Collaborated with team members to achieve target results.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Resolved problems, improved operations and provided exceptional service.
- Maintained energy and enthusiasm in fast-paced environment.
Personal Banker
UniBank (GH) LTD, Accra Mall Branch
Accra
02.2013 - 12.2013
- Expanded client base by promoting new financial products
- Created innovative financial solutions to meet customer needs and provide competitive edge
- Built client rapport to ensure consistent satisfaction and loyalty
- Marketed new products or services introduced by the bank
- Provided advice on investments, loans to customers
- Handled customer queries face to face, over the phone or via correspondence
- Opened and activated bank accounts for individuals and companies
- Helped clients plan for and fund retirements using mutual funds and other options to manage, customize and diversify portfolio.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Promoted financial products by maintaining excellent service offering knowledge.
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
Banking Officer,
UniBank (GH) Ltd
Accra
04.2009 - 12.2012
- Received cash deposit and paid out cheques to customers
- Processed remittance such as Moneygram and Express Funds to customer adhering to process flows and operational standards
- ATM custodian
- Together with the other ATM custodian balanced and replenished the ATM with cash
- Reconciled the ATM suspense account
- Developed strategies to grow client base and implemented appropriate sales plans to target prospective customers.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Identified customers with additional profit potential and designed action plans to expand relationships.
- Opened new accounts and made changes to existing accounts.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Identified customer desires and goals through needs-based sales tactics.
- Counted currency, coins and checks in cash drawer, night depository and ATM.
- Investigated and resolved account issues by offering applicable options to customers.
- Supported tellers by processing transactions involving money orders, cashiers checks and payments.
- Helped customers prepare documents required to complete transactions and process requests.
- Examined ledger tickets for expenses and fees with accuracy and efficiency.
- Collaborated with compliance department to eliminate procedural errors and margin breaks.
- Analyzed customer profiles to identify appropriate products and provide value-added approaches to client issues.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Collected cash and checks for deposit or processed withdrawals by examining checks for endorsements, verifying amounts, inputting into computer systems and printing receipts.
IT Help Desk Assistant
BARCLAYS BANK GHANA
Accra
06.2008 - 11.2008
- Assisted branches and departments via telephone on basic computer titbits on trouble shooting
- Assessed, troubleshot and repaired various machines such as desktops, printers and sorters.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained excellent attendance record, consistently arriving to work on time.
- Helped streamline repair processes and update procedures for support action consistency.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Administrative Assistant
TOT TO TEEN SCHOOL
Accra
06.2007 - 05.2008
- Served as corporate liaison between the teachers, the headmaster and the school proprietress.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Set up conference rooms, technology and materials to facilitate meetings.
- Created detailed expense reports to facilitate reimbursement for business expenses incurred.
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Monitored office calendars to plan meetings, activities and travel to maximize productivity.
- Offered technical support and troubleshot issues to enhance office productivity.
- Interacted with vendors to purchase and set up equipment and services.
- Received and sorted incoming mail and packages to record, dispatch or distribute to correct recipient.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Recorded meeting minutes to provide historical account of actions, measure progress against strategic plan and drive accountability.
- Edited documents to improve accuracy of language, flow and readability.
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs.
- Scheduled office meetings and client appointments for staff teams.
- Scheduled office equipment repair and maintenance to extend equipment lifespan and prevent unplanned downtime.
GIS application Officer
UNIVERSITY OF GHANA, Remote Sensing and Geographic Information
Accra
11.2005 - 07.2006
- National Service)
- Assisted the GIS application Specialist in the plotting and mapping of graphs
- Developed and maintained courteous and effective working relationships.
- Developed team communications and information for meetings.
Education
MBA - Banking & Finance
Ghana Institute of Management And Public Administration (GIMPA)
Accra, Ghana 08.2013 - 01.2016
Bachelor of Science - Computer Science and Statistics
University of Ghana
09.2001 - 06.2007
Senior Secondary School Certificate Examination - Gen Agric, Elective Math, Physics, Chemistry
Achimota School
Accra Ghana 01.1998 - 12.2000
Skills
Team LeadershipClient relationship expertPrivate and Institutional AccountsCash handling expertiseGoal-orientedProficient in MS OfficeCheerful demeanourProficient communicatorRegulations ComplianceResourceful natureExcellent negotiatorApproachableOrganizedHighly disciplinedAbility to motivate colleagues to attain a desired goal
Strong business acumen
Business operations expertise
Business plan implementation
Functional & Business Requirements
Business Management
New business launch
Business and technical analysis
Timeline
Diaspora Business Manager
Consolidated Bank Ghana Ltd
01.2022 - Current
Business Engagement Manager
Consolidated Bank Ghana Ltd
01.2020 - 03.2022
Branch Manager
UniBank (GH) Ltd, Spintex Branch
03.2018 - 07.2018
Branch Manager
Consolidated Bank Ghana Ltd, Spintex Branch
01.2018 - 06.2020
Customer Service Manager
UniBank (GH) Ltd , WTC Branch
01.2016 - 03.2018
Branch Support Supervisor
UniBank (GH) Ltd, WTC Branch
06.2014 - 12.2015
MBA - Banking & Finance
Ghana Institute of Management And Public Administration (GIMPA)
08.2013 - 01.2016
Personal Banker
UniBank (GH) LTD, Accra Mall Branch
02.2013 - 12.2013
Banking Officer,
UniBank (GH) Ltd
04.2009 - 12.2012
IT Help Desk Assistant
BARCLAYS BANK GHANA
06.2008 - 11.2008
Administrative Assistant
TOT TO TEEN SCHOOL
06.2007 - 05.2008
GIS application Officer
UNIVERSITY OF GHANA, Remote Sensing and Geographic Information
11.2005 - 07.2006
Bachelor of Science - Computer Science and Statistics
University of Ghana
09.2001 - 06.2007
Senior Secondary School Certificate Examination - Gen Agric, Elective Math, Physics, Chemistry
Achimota School
01.1998 - 12.2000